Engine Health Management Customer Support Technician (Onsite)

RTX•East Hartford, CT

7d•$86,800 - $165,200•Onsite

About The Position

The Engine Health Management Customer Support Technician supports Pratt & Whitney’s Engine Health Monitoring businesses as part of the Connected Products and EHM Services team. The role provides day-to-day operational support for the ADEM Engine Health Monitoring system and collaborates with internal teams, including Programs, Engineering, and Digital Technology, to help ensure business processes, infrastructure, and software tools meet performance metrics and customer needs. The position serves as the primary operational support contact for ADEM, resolves customer support issues through a ticketing process, and supports GTF entry into service and new-customer onboarding. It also contributes to the development and enhancement of EHM capabilities and data streams, and improves standard work and processes to support service quality, efficiency, scalability, global work-share operations, and expected growth.

Requirements

Bachelor’s degree and 5 years of experience, or an advanced degree and 3 years of experience.
At least 3 years in a customer-focused or project management role.
Results-oriented and customer-focused, with expertise in continuous improvement.
U.S. citizenship is required to access certain necessary systems.

Nice To Haves

Experience analyzing and troubleshooting system issues.
Ability to think outside the box and make decisions rapidly.
Excellent communication and interpersonal skills.
Familiarity with aircraft and engine data systems.

Responsibilities

Serve as the primary point of contact for operational support of P&W’s Engine Health Monitoring system, ADEM, working with P&W Engineering and Digital Technology teams and the extended support team.
Troubleshoot and resolve customer support issues, partnering with Digital Technology, Customer Focus Teams, and others as needed; support data availability, accuracy, timeliness, and service quality through support tickets.
Support GTF Entry-into-Service and new-customer onboarding in collaboration with the Customer Business Organization and other teams.
Support development and enhancement of EHM capabilities, data streams, and initiatives aligned with customer needs, program requirements, and operational demands.
Develop, maintain, and improve standard work and drive process-improvement initiatives that enhance efficiency, service quality, and scalability across global work-share teams.
Work with internal organizations, including Programs, Engineering, and Digital Technology, to ensure processes, infrastructure, and software tools support performance metrics and customer needs.